About this role
Job summary
Are you looking for a new challenge?
Join us as a call handler at Lea Vale Medical Group! This is a fantastic opportunity to truly impact lives by working with an organisation committed to providing a responsive and patient-centred service for those in need of healthcare advice and support. This is an exciting role as you'd be joining an established non-clinical team that serves just over 40,000 patients and is rated outstanding by the CQC.
As an employee of Lea Vale Medical Group, you will also enjoy the following benefits:
Competitive Salary
NHS Pension
Support to guide your personal and professional development
Excellent training opportunities
Monday to Wednesday 10:30-18:30
We may close this advert early if we receive a large number of applications.
Main duties of the job
The call handler is the one of the first points of contact for patients managing urgent and non-urgent cases when they call for medical advice. This role involves efficiently managing incoming calls, signposting patients and ensuring queries are addressed in a timely and professional manner. The successful candidate will also be using our consultation tool to triage patient enquiries and signpost or book appointments as appropriate.
About us
We are a 10 partner practice located in Luton and Ampthill, across 4 sites, serving the needs of around 45,000 patients.
We are looking for staff who share the same teamworking ethics to join our team. The successful candidate will be joining an innovative and proactive practice.
We learn from the past but are always looking to the future. This is true for when we look for new staff as well, your skills and experience will be what make you suitable for this role but we are more interested in your ideas for the future! How you want to develop yourself and how that will improve our practice and the service we offer to our patients.
We work with people to understand what being safe means to them as well as with our partners on the best way to achieve this. We concentrate on improving people's lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. We make sure we share concerns quickly and appropriately.
Job description Job responsibilities
Key Responsibilities:
Answer incoming calls promptly from patients, addressing their queries, concerns, or appointment requests. Maintain a professional and empathetic approach when interacting with patients, ensuring clear and accurate communication. Make appointments for patients to see GPs, nurses or others. Demonstrate a patient-centred approach in all interactions, ensuring a positive and supportive experience. Handle patient concerns and complaints professionally Compliance and awareness of the Escalation Policy by identifying and highlighting red flags appropriately regarding medical emergencies and/or a vulnerable child or adult. Answer a large volume of inbound calls from patients whilst accurately recording all essential information on an online patient tool using AI with accuracy, precision and speed. Accurately record details Make sure patient information is entered accurately and stored confidentially Take requests for phone consultation and home visits and record on the system following the procedure Carry out range of clerical duties, as required
Person Specification
Experience Essential
Experience of working in a customer services/other front line situation Computer literate with excellent keyboard skills Self-starter, able to work on own initiative, following set procedures and protocol
Desirable
Use of clinical system software eg. Systmone Previous NHS experience ideally within a GP setting
Qualifications Essential
Good level of education to GCSE standard or equivalent
Skills and Abilities Essential
Advanced working knowledge of Office 365 applications Excellent communicator both verbally and written demonstrated with people at all levels and in all circumstances An understanding, acceptance and adherence to the need for strict confidentiality Can plan own work and multi-task Resourceful Able to accept and deal with a heavy workload
Desirable
Have previous telephony and IT skills and be able to record all information accurately and take appropriate action where required. An enquiring mind with a willingness to learn new skills and procedures
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Lea Vale Medical Group
Address Liverpool Road Health Centre
9 Liverpool Road
Luton
LU1 1HH
United Kingdom
Employer's website https://www.leavale.nhs.uk/ (Opens in a new tab)